公开(公告)号：US20190306309A1

公开(公告)日：2019-10-03

申请号：US15938283

申请日：2018-03-28

Applicant: Avaya Inc.

Inventor： Pushkar Yashavant Deole ,  Joel M. Ezell

IPC: H04M3/428 ,  H04M3/51

Abstract: A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

公开(公告)号：US10425534B2

公开(公告)日：2019-09-24

申请号：US14672409

申请日：2015-03-30

Applicant: Avaya Inc.

Inventor： Liam Loftus ,  Neil O'Connor ,  Tommy Moran ,  Seamus Hayes ,  Paul D'Arcy

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/58

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

公开(公告)号：US10389879B2

公开(公告)日：2019-08-20

申请号：US15599537

申请日：2017-05-19

Applicant: Avaya Inc.

Inventor： Gerard Carty ,  Thomas Moran

IPC: H04M3/493 ,  G06F17/27 ,  H04M3/51 ,  H04M3/58

Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are ordered and presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.

公开(公告)号：US20190235882A1

公开(公告)日：2019-08-01

申请号：US15881311

申请日：2018-01-26

Applicant: Avaya Inc.

Inventor： Amit Mishra ,  Barry O'Brien

IPC: G06F9/445 ,  G06F11/20 ,  G06F13/20 ,  G06F17/30

Abstract: A system provides a listener application which can be notified about specific ports used by specific instances of a Web Socket application. A Web Socket application opens multiple dynamic ports in certain scenarios with a dynamic context. When an application is executed, a listener application is made aware of the context and port information. A system rewrites a reverse proxy configuration on the fly so that any request coming into the reverse proxy will read the change and assign the correct port. A notification to the listener is received across multiple nodes, and the configuration can be updated on all nodes based on the data provided in the configuration.

公开(公告)号：US10354654B2

公开(公告)日：2019-07-16

申请号：US14301901

申请日：2014-06-11

Applicant: Avaya Inc.

Inventor： Keith Ponting ,  Rein Sikveland ,  David Zeitlyn

IPC: G10L17/00 ,  G10L25/03 ,  G10L25/48

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for analyzing a conversation between a plurality of participants. In a particular embodiment, a method provides determining a first speaker from the plurality of participants and determining a second speaker from the plurality of participants. The method further provides determining a first plurality of turns comprising portions of the conversation when the first speaker is speaking and determining a second plurality of turns comprising portions of the conversation when the second speaker is speaking The method also provides determining per-turn statistics for turns of the first and second pluralities of turns and identifying phases of the conversation based on the per-turn statistics.

公开(公告)号：US10348416B2

公开(公告)日：2019-07-09

申请号：US15452130

申请日：2017-03-07

Applicant: Avaya Inc.

Inventor： Azaria Cohen ,  Ori Modai

IPC: H04L27/00 ,  H04B11/00 ,  H04B1/06

Abstract: Embodiments disclosed herein provide systems and methods for acoustically transferring information between systems. In a particular embodiment, a method provides identifying information for acoustic transfer and determining an amount of time corresponding to the information. The method further provides acoustically transmitting a signal at a first time and, upon the amount of time elapsing since the first time, acoustically transmitting the signal at a second time.

公开(公告)号：US10339504B2

公开(公告)日：2019-07-02

申请号：US14318674

申请日：2014-06-29

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: G06Q10/00 ,  G06Q10/10 ,  G06F16/50 ,  G06F16/60 ,  G06Q50/00

Abstract: Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.

公开(公告)号：US20190196433A1

公开(公告)日：2019-06-27

申请号：US16291558

申请日：2019-03-04

Applicant: Avaya Inc.

Inventor： Shahid Mahmood

IPC: G05B19/042 ,  G06F3/0488 ,  G06F11/00 ,  G06F3/041

CPC classification number: G05B19/0428 ,  G05B2219/23258 ,  G05B2219/24048 ,  G06F3/041 ,  G06F3/04883 ,  G06F11/00 ,  G06F2203/04105

Abstract: Embodiments disclosed herein provide systems, methods, and computer-readable media to remotely actuate a user interface of a computing device. In a particular embodiment, a method includes receiving actuation information for a targeted portion of the user interface and determining control signals for a piezoelectric grid. The control signals direct application of electricity to the piezoelectric grid to deform the piezoelectric grid for actuation of the targeted portion of the user interface. The method further includes transferring the control signals to the piezoelectric grid.

公开(公告)号：US10333869B2

公开(公告)日：2019-06-25

申请号：US14755805

申请日：2015-06-30

Applicant: Avaya Inc.

Inventor： Milos Pujic ,  Bryn Rahm

IPC: G06F15/16 ,  H04L12/58

Abstract: Federated computing architectures allow for the interoperability of components and facilitates the exchange of data between varying systems and components. Endpoints, such as those utilizing Extensible Messaging and Presence Protocol (XMPP) assume the same XMPP stream is used for both messaging and presence. Such systems are unable to accommodate a representational state transfer (“REST”) or, in other words, be “RESTful,” where the messaging server and presence server are distinct servers and may be on different domains. Provided here are systems described to split the protocols and enable an endpoint to appear to communicate with a single server while a protocol splitter routes and receives messages from distinct servers handling messaging and presence separately.

公开(公告)号：US20190191031A1

公开(公告)日：2019-06-20

申请号：US15847110

申请日：2017-12-19

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Amit Mishra ,  Joel Ezell

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  G06N7/005 ,  G06Q10/10 ,  H04M3/5141 ,  H04M3/5191 ,  H04M2201/14 ,  H04M2201/16 ,  H04M2203/558

Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.